Community Care & Support Specialist

Job Description

We're looking for an empathetic and energetic Community Care Specialist to join our team and provide exceptional support to our betting community focused on Twitch streamer matches.

You'll be the friendly face of our platform, ensuring our users have the best possible experience while placing and managing their bets. You'll work directly with our community across multiple platforms, providing real-time support and fostering an engaging environment.

Duties and Responsibilities

• Provide personalized, concierge-level support to users through Discord, Telegram, and Twitch
• Investigate and resolve user-reported issues with betting transactions, platform features, or account concerns
• Actively participate in Twitch chats of our partnered streamers to address questions and share exciting moments
• Celebrate big wins and notable bets with the community to maintain engagement
• Monitor and moderate community discussions to maintain a positive environment
• Build relationships with regular users and create a welcoming atmosphere for newcomers
• Share community feedback with our product team to help improve the platform

Requirements

• Experience in customer support, community management, and working flexible hours (including peak streaming times)
• Strong presence and engagement on gaming platforms (Discord, Twitch, Telegram)
• Excellent communication skills (written and verbal) with the ability to maintain composure in high-pressure situations
• Deep understanding and passion for gaming, esports, and online communities, especially Twitch culture
• Experience handling sensitive information with discretion
• Strong problem-solving skills, attention to detail, and ability to make others feel valued

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.